This unannounced inspection took place on 21 January 2019. This was the first inspection of this service since it was registered with the Care Quality Commission in February 2018.

New Villas Office provides care and support to people who have a learning difficulty or mental health problems living in five 'supported living' settings, so that they can live in their own home as independently as possible. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.

At the time of our inspection there were 61 people using the service. Of these 61 people only approximately three people were being provided with the regulated activity ‘personal care’. However, there were plans for people living at the provider’s residential home, who had more complex care needs, to move to the supported living service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People told us they were well treated by the staff and felt safe with them. Staff understood their responsibilities to keep people safe from potential abuse, bullying or discrimination. Staff knew what to look out for that might indicate a person was being abused.

Risks had been identified, with the input from the person where possible and were recorded in people’s support plans. Ways to reduce these risks had been explored and were being followed appropriately.

Although the service was not currently providing direct assistance to people with medicine management, staff had been trained and policies and systems were in place when required.

Staff were positive about working at the service and told us they appreciated the support and encouragement they received from the management.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People who used the service and the staff who supported them had regular opportunities to comment on service provision and made suggestions regarding quality improvements. Staff told us that the management listened to them and acted on their suggestions and wishes.

People were supported to access healthcare professionals such as doctors, dentists, chiropodists and opticians.

Staff knew people's different likes, dislikes, needs and preferences. Staff and management made sure no one was disadvantaged because of their age, gender, sexual orientation, disability or culture. Staff understood the importance of upholding and respecting people’s diversity. Everyone had an individual plan of care and support which was reviewed on a regular basis.

People were supported to raise any concerns or complaints and staff understood the different ways people expressed their views about the service and if they were happy with their care.

The management team worked in partnership with other organisations to support care provision, service development and joined-up care.